L1 Enquiry Support

Job DescriptionWe are seeking a dynamic : Customer Support and Inquiry L1 Ticketing Associate to support our Service Management and to drive Operational ExcellenceKey Responsibilities:Inquiry Resolution: Efficiently resolve inquiries and issues, leveraging knowledge base resources and problem-solving techniquesService Management: Monitor and manage ticket flow in ServiceNow, prioritizing and escalating as needed. Record detailed information for continuous improvementCustomer Service: Deliver exceptional service with professionalism, empathy, and clear communicationProcess Improvement: Identify and contribute to initiatives that enhance service delivery and operational efficiencyCompliance and Documentation: Ensure all inquiries and resolutions comply with company policies, maintaining accurate documentation for audit and trainingTraining and Support: Assist in developing and delivering training materials, and mentor team membersCollaboration: Work closely with L2/L3 teams and other finance functions to address complex inquiriesKPI Reporting: Track and publish metrics around SLAs and case managementAdditional Skills & Experience:ITSM & CSM ServiceNow Experience: Experience with ServiceNow ITSM and CSM modules is highly desirableAgentic AI & Automation: Exposure to agent-based systems, agentic AI, and a desire to explore and push boundaries in artificial intelligence and generative AIAccounts Payable, Order to Cash, Service Management: Passion for these core FinOps processes and a drive to deliver best-in-class supportGrowth Mindset: Eager to learn, grow, and see the wider impact of finance operationsCollaboration & Ownership: Keen to take ownership, drive accountability, and contribute to a high-performing, inclusive teamQualificationsBachelor’s degree in Finance, Accounting, Business Administration, or related field preferred2-5 years’ experience in Finance Shared Services, customer service, or similar support roleStrong customer service, problem-solving, and communication skillsProficiency with Service Management platforms and financial systemsFinance Shared Services or GBS background preferredStrong stakeholder management, written and verbal communication skillsInnovation-driven mindset and ability to enable business goals in harmony with regulatory requirementsStartup and growth mindsetAbility to troubleshoot and ask for support when requiredProven track record of implementing change that delivers resultsAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-Assistance-Program (EAP)About NIQNIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.For more information, visit NIQ.comWant to keep up with our latest updates?Follow us on: LinkedIn | Instagram | Twitter | FacebookOur commitment to Diversity, Equity, and InclusionAt NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion